Clerk Advanced - Switchboard

The Iowa Department of Public Health (IDPH) and Department of Human Services (DHS) merged on July 1, 2022 to form one agency, the Iowa Department of Health and Human Services (HHS). We are seeking a Clerk Advanced-Switchboard to join our team at the Woodward Resource Center.

Switchboard Duties Include:

A. Answer all incoming telephone calls and based upon caller's request determine where call is to be sent. Ability to efficiently use the WRC telephone and departmental phone directories.

B. Place outgoing telephone calls for staff and clients. Must have excellent oral comprehension, along with speech recognition for ability to make calls for individuals who reside at WRC as many times it is difficult to understand caller. Log all outgoing calls with accuracy and attention to detail of who made the call, where the call is going, phone number along with date and time.

C. Answer all emergency calls, Code Blue, Code Green, Missing Client, Red and Yellow alerts and any other emergency. Must maintain composure in all emergency situations. Must be able to gather vital information and communicate clearly when making 911 calls. Must understand the policies and procedures for handling emergency situations. Must be able to accurately record information in the 24-Hour Report log and communicate to the Superintendent, Assistant Superintendent, Director of Quality Management along with any other necessary members of management based on emergency via telephone call along with email with explicit details of situation with times, dates, persons involved, etc. Following emergency, must be able to analyze situation and provide feedback with suggestions for any changes needed to help make emergency situations run smoothly in the future.

D. Monitor fire panel and notify maintenance or powerhouse of location and use ENS system to announce fire drills or "all clear" of emergency situation.

E. Must be able to transmit information over the ENS system such as code greens, code blues, missing clients, fire drills, weather warnings or any other emergency situation. Accurately document all transmissions in the radio communication log.

F. Using two-way radio, transmit information to drivers, maintenance crew, or powerhouse.

Customer Service Duties include

A. Serve as receptionist greeting parents, guardians and visitors and answer any questions they may have or directing them where they are needing to go using WRC campus map or notify appropriate department of arrival.

B. Distribute money envelopes for medical trips, or client outings and assure appropriate envelope is given and signed for.

C. Responsible for HyVee charge cards and Fareway charge slips. Assure staff have correct documentation and approval.

D. Issue building keys to approved people and log information along with assuring keys are returned and if not, know who to contact for follow-up. Issue keys to parents/guardians for recreation buildings based on scheduled reservations.

E. Issue E-Home room rental keys and record all rentals and assure keys are returned and follow-up with appropriate person if not returned. Maintain calendar of room rental approvals received from Business Office Manager.

F. Issue vehicle keys after hours and weekends along with handicap permits and accurately document. Assure staff have appropriate approval to check out vehicle and that staff have correct licensing classifications to operate vehicle and their license is valid.

G. Check out pagers to supervisors and log information. Work with MIST and communicate any issues with pagers and assure spare pagers are available at the switchboard.

H. Check out passes to Reiman Gardens and the Zoo and log information.

I. Check out iPads as requested and log information.

Clerical Duties include

A. Type and mail notifications of clinic letters to be sent to parents/guardians. Keep accurate listing of those wishing to receive information found on the Master Database, along with assuring the correct address using the IPR. Scan letters into the electronic team folders for each individual. Requires great attention to detail to avoid any HIPAA violations.

B. Responsible for assembling and mailing monthly MIR packets to parents and guardians. Scan letter and packets into the electronic team folders for each individual. Requires great attention to detail to avoid any HIPAA violations.

C. Update nursing assignments along with RTS information at the start of each AM and PM shift and email out using distribution list. This must be emailed timely at the beginning of each shift and must assure the Outlook distribution list is kept up to date.

D. Update client correspondent book with guardian information by printing off Client Identification Sheet found on the WRC Interdisciplinary Program Records electronic system (IPR). This book must be updated as soon as any change is received. Must be able to navigate around the IPR.

E. Update manuals and keep any necessary forms on file. Keep information used at the switchboard updated monthly and have the ability to seek out information needed from appropriate department.

F. Provide photocopying services as requested. G. Responsible for sorting incoming mail.

Miscellaneous:

A. Ability to quickly and accurately provide information, such as policies and procedures, to Superintendent, Assistant Superintendent, Administrator on Duty, etc. after hours.

B. Follow directives given by the supervisor.

C. Train new switchboard operators.

D. Work independently and make decisions in accordance with policies and procedures as many times the switchboard staff is the only person in the building outside of normal work hours, weekends and holidays.

E. Accurately transfer information from one shift to the next.

F. Work attendance is vital to this position along with ability to work with others in a team approach. Must be willing to work any shift and assist with providing coverage as needed.

G. Other duties as assigned.

We have a great total compensation package, including:

• Iowa Public Employees' Retirement System (IPERS)


• Retirement Investors Club (RIC) Employer Sponsored Retirement Plan)


• Health, Dental and Vision Insurance


• Vacation Leave


• Sick Leave


• Paid Holidays (9 days/year)


• Flexible Spending Accounts


• Life Insurance


• Long-Term Disability Insurance

Under the Centers for Medicare and Medicaid Services (CMS's) new vaccine mandate for healthcare workers (published on November 5, 2021 and affirmed by the United States Supreme Court on January 13, 2022), all potential employees of this facility must have received, at a minimum, the first dose of a primary series or a single dose vaccine OR have an approved religious or medical exemption (as determined by the agency) OR have documentation reflecting a temporary delay in vaccination (as determined by the agency in accordance with CDC allowances), prior to the start date. Candidates shall coordinate with agency staff to ensure all requirements are met before the individual provides any care, treatment, or other services for the facility and/or its clients.

HHS values those with "lived experience" and encourages adults who were fostered as youth, foster parents, and/or parents who were in the DHS system to apply. Minorities, women, persons with disabilities and veterans are encouraged to apply (Hearing and Speech Impaired - Relay Iowa 1-800-735-2942 TDD). Applicants must meet at least one of the following minimum requirements to qualify for positions in this job classification:

• Experience equal to one year of full-time clerical office or closely related work.


• A total of one year of education and/or experience (as described in number one), where one month of accredited post-high school course work in a secretarial, business, or closely related program equals one month of full-time experience.


• A total of one year of education and/or experience (as described in number one), where 30 semester hours of accredited college or university course work in any field equals one year of full-time experience.


• A total of one year of education and/or experience (as described in numbers one through three), where certification from the state of Iowa Administrative Assistant Certificate Program equals six months of full-time experience.


• Current, continuous experience in the state executive branch that includes the equivalent of six months of full-time work as a Clerk.

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